interview monday for first line support

[burchie]

have got my first interview on monday for a first line support job. its through an agency but the company its working for gave me a telephione interview yesterday. they have invited me for interview on monday afternoon any pointers???????????

[greenbrucelee]

I have one on Monday too, just be yourself and be honest if they ask on something you don't know just tell them you don't have any knowledge of it.

[fatp]

Sample Face-to-Face Interview questions for Helpdesk roles


Q1. What do you think are the main qualities/attributes required to be an
effective Customer Services Helpdesk person?

Q2. Provide an example where you have had to deal with an awkward customer, what did you do, and what was the outcome?

Q3. How do you keep track of matters requiring your attention/how do you stay organised?

Q4. Can you provide an example of where you have had to use a structured approached to solving a customer’s problem?

Q5. Can you give examples of SLA’s (service level agreements) you have worked to?

Q6. What is the extent of your IT /technical skills?

Q7. Can you give me an example of when you’ve exceeded a customer’s expectations?

Q8. What is the extent of your team co-ordination/supervisory experience?

Q9. Do you prefer working in a team or working alone?

Q10. What are your strengths and weaknesses?

Q11. What motivates you?

Q12. What do you enjoy about your current job?

Q13. What would you change about your current role?

Q14. Can you give me an example of when you’ve had to coach or develop a team member?


Interview Techniques and Basic Hints

• Be prepared- have plenty of evidence of previous experience. You must be able to provide a variety of specific examples relating to your experience. Examples can be drawn from any relevant aspect of your life- previous jobs, school / college, hobbies etc…

If you have applied for a Technical role, it may be useful to think about:

• Difficult problems that you have had to overcome
• How have you learnt new skills? (Courses at work/self funded/self study/off the internet)
• Have you had to encounter difficult customers/situations? How did you deal with that?
• What examples can you give regarding working to tight deadlines/under pressure/to high service levels?
• What team environments have you worked in?
• Have you dealt with customers/colleagues over the phone / by letter / by e-mail?
• Were there set procedures you had to follow?
• Have you been involved in team meetings or had any input to your working environment or processes?

• How have you used your communication skills to resolve a problem? What levels of people have you dealt with? This is especially useful if your users / customers are from a broad range of levels i.e. juniors to Directors / Technical / Non-Technical. This will enable you to highlight your ability to communicate on all levels and in lay-mans terms

• How effective a team player are you? Can you describe previous team environments? Obviously, the interviewer will be investigating how you fit in and ultimately whether you will fit into their team.

• Communication skills and body language are very important. Answer questions clearly but try not to waffle unnecessarily. Speak enthusiastically and show a keenness to discuss your abilities. Hold good eye contact with the interviewer(s) and be mindful of your sitting position (sitting up straight does give an impression of enthusiasm)

• Try and think of some questions to ask at the end of the interview. This shows you have an interest in the company and highlights that you can “think on your feet”. Typical questions may be regarding the working environment, the team/ department structure, what are chances of progression in the long-term future. Perhaps you could do some research on the company? Do they have a web-site?

• It is not customary to ask about salary expectations on a first interview. If the interviewer raises this, then that is fine.


Hope that helps mate - Sorry about the length... FatP

[burchie]

thanks for that. gives a good idea of the type of questions to expect. just hope i get the job now.
Anything to get first steep into the i.t world

[Modey]

I'd just echo what GBL said. Be honest if you don't know something, don't try and BS them. IT BS stands out a country mile to those in the know.

[tripwire45]

FatP, can you provide a source for the information you posted, or is it a completely original composition of yours?

[fatp]

Hi trip.

I got the material from various recruitment agencies when I started applying for entry i.t jobs.
The information is not copyrighted and was given to me to aid me in my job search and preparation for interview. It should give burchie a good idea of the potential questions that they could ask...

P.S: I bought your a+ street smarts book last month, a good read, helpful for the practical aspects of the A+ exams

FatP .

[tripwire45]

Just checking. Ought to give credit where credit is due.

Glad you're enjoying the book.

[burchie]

woo hoo what can i say went for the interview and 20 mins after was called by the agency to say id got the job its a temp to perm position with the chance of moving on to second line support. wicked feeling

[Povester]

Well done mate

[AJ]

Big Congrats mate well done

[sunn]

Congratulations...

[asam.shan]

Congratulations matey.

PS nice post fatp

[greenbrucelee]

well done Burchie

[Sparky]

Congrats